About the Author
Larry Klosterboer is a professional IT architect specializing in service management. He works for IBM Global Technology Services as the lead architect for large, complex outsourcing customers. Larry has more than 20 years of experience in IT operations and service delivery, spanning technologies from mainframe to networking to desktop computing. Much of his career has been spent in helping organizations implement service management processes and tools, which is to say undoing the mistakes that he and others have made in this area!
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